Bulk comment and status update for tickets

Kris shared this idea 2 years ago
Completed

Would be useful if we could select all and bulk comment reply to tickets in addition to just being able to update their status. This would save me quite a bit of time.


Usage example: Select ALL - reply and close all tickets from the "Sales leads" category with the status "Waiting for response" that are have not had a response in over 2 weeks.


"We haven't heard back from you in a while so we're going to close this ticket. You can open it again any time by replying to this email. We hope to hear from you again in the future and thanks for considering us!"

Comments (3)

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Hello Kris,


We don't plan to provide bulk commenting option, but there would be macros available for such actions that would include canned responses, so in your case it would work.

It would be in 4.0 release as a part of automation tool.

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Great!

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We have integrated Macros to combine multiple actions in one click in Agents Interface. Now you can change status, add canned response, update responsible and more actions in one predefined macros